Aotea Electrical Invercargill is looking for a person with experience in service management to guide our service division. We need an established leader who has buckets of energy and drive and can have a steady influence within a local branch environment. This forward-thinking individual will be responsible for leading culture and maintaining high levels of employee engagement while guiding and mentoring a varied workforce in an already established division. The Service Manager will play a fundamental role in inspiring all employees to be the best they can be, all while fostering a positive and harmonious atmosphere, ensuring opportunities are optimised, and customer service levels are second to none.This is a full-time position, 45 hours per week and comes with a generous base salary and incentives.
Position Description: Service Manager
Reports To : The General Manager of Aotea Electric Invercargill Ltd
Purpose : To lead and oversee the day-to-day operations of Aotea Electric Invercargill Ltd.'s servicing department and grow the department by maintaining existing client relationships, pursuing new opportunities and creating a high-performing team. Develop leads for solar and heat pumps.
Responsible for: A team of 8 electricians with 2x supervisors and a service co-ordinator as direct reports, to provide maintenance and installation electrical work, proposals, and tenders in accordance with relevant codes and practices.
Key Responsibilities:
Planning and Workflow Management
Liaise with the General Manager regarding forward work, strategic plan/business development plan and department budgets.
Establish, monitor and review processes, systems and metrics to ensure smooth and efficient service delivery.
Develop an in-depth knowledge of the job management system.
Ensure all jobs are costed to achieve expected result and are appropriately resourced.
Set labour targets, measure performance and adjust as necessary.
Oversee workload and ensure optimal delivery of work on time and on budget.
Financial Management
Manage and oversee client invoicing/progress claims, quoting and procurement.
Liaise and assist the General Manager with providing financial department reporting.
Generate Sales and Service
Lead servicing department culture and maintain high employee engagement.
Optimise sales opportunities and ensure excellent customer service.
Customer Focus
Ensure the service department is recognised as the region's leading and most trusted electrical service provider and that customers' relationships are maintained and enhanced.
Understand client needs and provide personalised client solutions.
Monitor customer feedback to enhance future service delivery.
Ensure all staff provide excellent customer service and can develop positive client relationships.
Business Development
Identify new business opportunities in discussion with the General Manager.
Maintain effective and regular contact with key decision-makers in the community.
Actively seek feedback from completed projects to enhance service delivery.
People Leadership
Lead and support the service team, ensuring efficient service delivery and customer satisfaction.
Liaise with the General Manager regarding team management, including recruitment, addressing performance issues and skill development.
Set performance objectives with the team and conduct regular reviews and team meetings.
Ensure the team understand their contribution to the Strategic Plan.
Health and Safety
Actively deliver a safe, healthy and positive workplace for the servicing team.
Skills and Experience
Strong financial and business acumen with proven experience setting budgets, reporting against targets and day-to-day management.
A proven track record of success in leading teams, building a positive team culture, and driving performance and growth.
Strong communication and interpersonal skills.
A service and solutions focus, decisive and a good negotiator.
Experience in costing jobs and tracking against progress.
Able to think strategically and have experience in delivering results.
Able to quickly determine key issues and set priorities to achieve outcomes.
Experience with Nimbus would be an advantage.
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